SAP Knowledge Base Article - Public

3830143 - Category level fields in Case Flow show technical Display ID labels instead of names

Symptom

  • When configuring a Case Flow input step and embedding category level fields (Levels 1–4), the available fields are shown with technical labels that use Display ID rather than business-friendly names.
  • Fields appear as: “Category Level 1 Display ID”, “Category Level 2 Display ID”, “Category Level 3 Display ID”, “Category Level 4 Display ID”.
  • No error message is displayed.

Environment

SAP Service Cloud Version 2

Reproducing the Issue

  1. Navigate to the configuration of a Case Type.
  2. Open the Case Flow configuration.
  3. Configure a Case Flow that includes a step where input fields can be embedded.
  4. Select Categories / Category Levels as applicable.
  5. Review the available category-related fields for embedding.
  6. Observe the fields displayed as “Category Level 1/2/3/4 Display ID”.

Cause

Category names are language-dependent; after translations, using names can cause Case Flow logic (for example, pre-conditions) to fail. Therefore, the system exposes category fields as language-agnostic Display IDs.

Resolution

  1. This is the current standard behavior: category-related fields in the Case Flow input step are shown as Display IDs to ensure language-independent evaluation of logic (for example, pre-conditions).
  2. If business-friendly labels are required in the Case Flow, submit a request to Product Management via the Influence portal: Influence portal for Sales/Service Cloud Version 2.
  3. Monitor product updates and refer to this KBA for any changes.

See Also

Keywords

case flow, case type, category level, display id, technical label, category name, input step, embedded fields, pre-conditions, language dependent, translation, standard behavior, category level 1-4, case configuration, service cloud v2 , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , Problem

Product

SAP Service Cloud Version 2 all versions